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Cobrowse Continues to Provide an Exceptional Guided CX

Companies rely on technology in all parts of their business, especially when it comes to creating exceptional customer experiences. There are many different types of innovation, such as AI-driven self- service tools and human-to-human collaborative capabilities. Having the right solutions that meet ever-changing customer requirements is the cornerstone for a successful strategy. Even with all the great ideas and innovation that have recently entered the market, businesses should not overlook the value that tried and true cobrowse continues to deliver. It remains one of the more effective—and versatile—solutions that has been proven to create a better customer experience.

Companies around the world have already demonstrated that cobrowse capabilities allow agents and advisors to solve problems faster and more efficiently. More importantly, when appropriately utilized, cobrowse solutions result in higher customer satisfaction, greater brand loyalty, and improved revenue generation activities.  

Using cobrowse features in a customer service or sales organization is a straightforward process. Guided CX solution providers typically insert tags into a company’s website which tracks what web pages the customer is looking at.  An agent or advisor can then meet the customer in the digital space and offer assistance to help answer any questions or remedy a problem. The representative can then use cobrowse to point out key information in the site, and answer questions on the spot. This intimate human-to-human solution immediately builds a rapport with the customer and leads to a resolution.  

Keeping the interaction within the digital brand is crucial to both business and customer. Forcing customers into a third-party meeting tool interaction needlessly is often the point where customers become frustrated and angry.  Cobrowse is a non-intrusive strategy to satisfy the customer at that exact moment in time without any interruption. The best cobrowse tools also mirror the best attributes of other Guided CX solutions, and the technology should work the same ways across all types of devices, operating systems, and networks. Anything short of this will only aggravate the customer.

Using Guided CX, in general, and cobrowse more specifically, drives business outcomes. Forrester Research recently found that 63 percent of U.S. consumers have stopped doing business with a brand due to poor customer service. This issue is even more pronounced in the eCommerce space, where Forrester found that, on average, major online retailers spent $22 million in unneeded service cost escalations, which can come in the form of make-goods and discounts to disgruntled customers.

In an increasingly competitive landscape, where customer loyalty is considered a premium commodity, companies need to consider how to leverage digital technology appropriately. Certainly, maintaining operational efficiency is important, but using digital tools the right way to preserve and extend customer satisfaction, and to build long-lasting relationships, is of paramount importance. AI and other self-help tools all have their place, but nothing can replace a human-to-human conversation, and the easiest way to bring this interaction into the digital world is through cobrowse.

Time and again, companies that deploy this technology are finding they can efficiently bridge the digital divide by elegantly interjecting live human support in a completely secure and non-disruptive manner. Companies that effectively engage with their customers through cobrowse continue to enjoy higher customer satisfaction, greater opportunities to sell new products and services to loyal customers, and reduced operating costs, all of which have a direct effect on a company’s bottom line.

Edited by Erik Linask